Delivery Operations Team Lead-Voice

Accenture in India; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture in India is seeking a Delivery Operations Team Lead in Gurugram to oversee a multi-channel customer support team, drive service excellence, and achieve KPIs. You will coach agents, manage day‑to‑day operations, and collaborate with cross-functional stakeholders.

The role requires 7–11 years of experience, strong leadership, and proficiency with SAP and Salesforce; there is potential for growth within the engagement centre or other areas of the company.

Qualifications

• Proven experience leading customer support teams across multiple channels.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and conflict-resolution abilities.
• Experience with SAP and Salesforce for case management.

Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create concise and impactful operational briefing decks for stakeholder meetings
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
• Manage team schedules, attendance, and adherence to shift timings
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
• Foster a positive, inclusive, and high-performing team culture
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Skills

Team leadership

Customer support

Multi-channel communication

Coaching

Analytics

Cross-functional collaboration

Education

Graduation

Tools

SAP

Salesforce

Job description

Job Description

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation

Delivery Operations Team Lead

Qualifications

Any Graduation

Years of Experience

7 to 11 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

What are we looking for?

• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in Supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent communication, interpersonal, and conflict-resolution skills BENEFICIAL (Please put the most critical information and reflect it in the first 4 points)
• Ability to thrive in a fast-paced, target-driven environment
• Certifications in customer service or leadership (a plus) Roles and Responsibilities:
• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create concise and impactful operational briefing decks for stakeholder meetings
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
• Manage team schedules, attendance, and adherence to shift timings
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
• Foster a positive, inclusive, and high-performing team culture
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching